Methods and Systems for Account Management and Virtual Agent Design and Implementation

ABSTRACT

Aspects of the present invention comprise systems and methods for design and use of web-based applications for account management. Some embodiments may comprise a virtual agent or avatar as part of an account collection or management web application. Some embodiments may comprise applications, utilities and tools for account-related web resource design.

FIELD OF THE INVENTION

Embodiments of the present invention comprise methods and systems forthe design, management, implementation and use of web-based applicationsfor account management.

BACKGROUND

A great deal of modern commerce involves the use of credit accounts thatallow consumers to obtain goods, services, cash and other commodities inexchange for an agreement to pay the requisite fees under pre-definedterms. Many of these consumers or account-holders/borrowers honor theiragreements and pay the requisite fees according to the agreed-uponterms. However, a certain number of account-holders are not willing orare not able to uphold their end of the agreement and do not pay therequisite fees. When payment terms are violated, creditors may be forcedto take action to collect the debt.

A creditor may have several options for collecting the debt. A creditorcan contact the borrower and renegotiate the agreement or take legalaction to enforce the agreement. Both of these options involveadditional work and expense. Contacting a borrower may involve researchto locate the borrower and additional time to travel to the borrower andmake contact. Once contacted, the borrower may be uncooperative. In manycases, this additional expense cannot be recovered by the creditor. Theexpense of legal action is also well known and, in many cases, may bemore than the debt to be collected. Furthermore, a borrower may bejudgment-proof, wherein he or she does not have enough assets to coverthe debt even when a legal action forces such payment.

If a creditor cannot find a method for efficient collection of over-duedebts, the creditor may have to incur unexpected losses.

Many account-holders who do not have delinquent accounts also seek aconvenient method for paying and managing their debts.

SUMMARY

Some embodiments of the present invention comprise methods and systemsfor design and use of web-based applications for account management.Some embodiments may comprise a virtual agent or avatar as part of anaccount collection or management web application. Some embodiments maycomprise applications, utilities and tools for account-related webresource design, management and implementation.

The foregoing and other objectives, features, and advantages of theinvention will be more readily understood upon consideration of thefollowing detailed description of the invention taken in conjunctionwith the accompanying drawings.

BRIEF DESCRIPTION OF THE SEVERAL DRAWINGS

FIG. 1 is a screenshot of an exemplary account summary web page;

FIG. 2 is a screenshot of an exemplary pay-in-full web page;

FIG. 3 is a screenshot of an exemplary payment start date web page;

FIG. 4 is a screenshot of an exemplary payment type web page;

FIG. 5 is a screenshot of an exemplary issue resolution web page;

FIG. 6 is a screenshot of an exemplary payment plan web page;

FIG. 7 is a screenshot of an exemplary dispute detail web page;

FIG. 8 is a screenshot of an exemplary identity theft data web page;

FIG. 9 is a screenshot of an exemplary payment made web page;

FIG. 10 is a screenshot of an exemplary bankruptcy data web page;

FIG. 11 is a screenshot of an exemplary virtual agent editor window;

FIG. 12 is a screenshot of an exemplary tool box menu;

FIG. 13 is a screenshot of an exemplary virtual agent editor interface;

FIG. 14 is a screenshot of an exemplary virtual agent preferencesinterface;

FIG. 15 is a screenshot of an exemplary virtual agent statisticsinterface;

FIG. 16 is a screenshot of an exemplary Summary Node Interface;

FIG. 17 is a screenshot of an exemplary Logic Node Interface;

FIG. 18 is a screenshot of an exemplary Question Node Interface;

FIG. 19 is a screenshot of an exemplary Options Node Interface;

FIG. 20 is a screenshot of an exemplary Property Set Interface;

FIG. 21 is a screenshot of an exemplary Math Node Interface;

FIG. 22 is a screenshot of an exemplary Payment Plan Node Interface;

FIG. 23 is a screenshot of an exemplary Bankruptcy Node Interface;

FIG. 24 is a screenshot of an exemplary Dispute Node Interface;

FIG. 25 is a screenshot of an exemplary E-mail Node Interface;

FIG. 26 is a screenshot of an exemplary Exec Node Interface;

FIG. 27 is a screenshot of an exemplary Variable Node Interface;

FIG. 28 is a screenshot of an exemplary Payment History Node Interface;

FIG. 29 is a screenshot of an exemplary Eval Node Interface;

FIG. 30 is a screenshot of an exemplary Form Node Interface;

FIG. 31 is a screenshot of an exemplary Update Form Interface;

FIG. 32 is a screenshot of an exemplary Fields Interface, an exemplaryUpdate Field Interface and an exemplary Preview Form display; and

FIG. 33 is a screenshot of an exemplary Logoff Node Interface.

DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS

Embodiments of the present invention will be best understood byreference to the drawings, wherein like parts are designated by likenumerals throughout. The figures listed above are expressly incorporatedas part of this detailed description.

It will be readily understood that the components of the presentinvention, as generally described and illustrated in the figures herein,could be arranged and designed in a wide variety of differentconfigurations. Thus, the following more detailed description of theembodiments of the methods and systems of the present invention is notintended to limit the scope of the invention but it is merelyrepresentative of the presently preferred embodiments of the invention.

Elements of embodiments of the present invention may be embodied inhardware, firmware and/or software. While exemplary embodiments revealedherein may only describe one of these forms, it is to be understood thatone skilled in the art would be able to effectuate these elements in anyof these forms while resting within the scope of the present invention.

When an account becomes overdue, a borrower often needs help tonegotiate and manage the account to a favorable outcome. Some studiesshow that the majority of creditors typically have Internet access.Other studies show that many creditors who have an overdue balance wouldrather respond to an on-line agent than a live agent. However, a simpleweb site typically lacks a personal touch and fails to make any contacton an emotional level. Often, a personal or emotional connection is allthat is needed to turn a soon-to-be-adversarial encounter into amutually-beneficial negotiation. This type of connection can be mademore probable with a web site through the use of a virtual agent.

Some embodiments of the present invention relate to account managementand collections through the use of a web-based virtual agent. Someembodiments comprise a virtual agent or avatar, which communicates withan end user to effectuate account negotiations or payment. In someembodiments, the virtual agent may emulate a human agent in appearanceand sound and may deliver a scripted message to the user. In someembodiments, the virtual agent may be adaptive to user characteristicsin order to present a more appealing appearance or to establish afavorable demeanor with a user.

An important aspect of a virtual agent in account management andcollections is their human-like characteristics. A virtual agent maycomprise human features that are typically used to establish anemotional connection. In human relations, eye contact is important inshowing interest, concern and emotion and in establishing a connectionwith a person. Facial expression is another characteristic that issensed visually and interpreted as communication that adds a personallayer to speech. A concerned facial expression, even one that originatesfrom a virtual person, can soften an otherwise adversarial relationshipand render an account holder more likely to pay a balance or prioritizeaccount payment above other priorities.

A virtual agent may also comprise adaptive voice tonal qualities. Anapologetic or concerned tone at the onset of a collections interactioncan convey a willingness to help and put an account holder more at-easerather than up-tight and adversarial. Likewise, an upbeat, happy tone ofvoice during payment processing or negotiating can reinforce an accountholder's inclination to make a payment. In some embodiments, a virtualagent may also act on tonal variables to form tonal gestures, such as asigh, and to express a tone of exclamation, surprise or relief.

In some embodiments of the present invention, a virtual agent thatcomprises a representation of at least a part of the human body canperform gestures to add to its repertoire of communicative actions. Avirtual agent comprising a head, neck and shoulders may perform headmovement gestures, such as nodding its head, tossing hair back orlowering its head in disapproval. In another exemplary embodiment, avirtual agent comprising a head, arm and hand may make hand gestures toshow surprise, concern, shock, empathy, sympathy and other emotions thatare typically signaled by hand gestures.

A virtual agent comprising variable voice characteristics and ananimated representation of at least a part of the human body can be apowerful tool in the collection and negotiation processes. Although thevirtual agent may not interact at the level of a live human agent, manyusers with overdue balances are embarrassed and shy away from real humaninteraction on the subject of their delinquent balance. While theyshrink from real human interaction because of embarrassment, typicalusers still desire and respond positively to the personal touch of avirtual agent who shows concern and courtesy without the embarrassmentof actual personal interaction.

User-Adaptive Virtual Agent

Some embodiments of the present invention may comprise a user-adaptivevirtual agent that adapts to user data. User data may comprise a user'sheight, weight, race, gender, income, area of residence, zip code, areacode, telephone number, occupation, marital status, product preferences,purchase history, credit information, account balances and otherpersonal, professional, demographic and other information. Someembodiments may comprise a virtual agent that is adaptive to user data.A user-adaptive virtual agent application may modify virtual agentcharacteristics based on user data. For example, in an exemplaryembodiment, a virtual agent's characteristics may vary based on a user'slocation. A user's location may be determined by address, zip code, areacode, telephone number or by other information. When the location isdetermined, the virtual agent's characteristics may be modified or setto correspond to the user's location. In an exemplary embodiment, whenthe user's location is determined to be in the southeastern part of theUnited States, the virtual agent's voice, hairstyle, hair color,clothing, accessories, skin color and racial characteristics, apparentage, and other characteristics may be set to parameters that have beendetermined to be preferred for that location. Preferred characteristicsfor a location may be determined based on demographic data derived fromsurveys, studies and other sources.

Embodiments of the present invention may match a set of virtual agentcharacteristics to a set of user data. For example, a middle-aged,affluent man living in the Northwest may prefer to speak to a younger,attractive, well-dressed, brunette woman with a complex vocabulary. Inthis scenario, the virtual agent may take on these preferredcharacteristics when a user is determined to be a middle-aged, affluentman living in the Northwest. When the next user, a female between 20 and30 years of age with little credit history, logs onto the system; thevirtual agent may change characteristics to a dark-haired male in themid-twenties with a deep voice and muscular arms. In some embodiments,each variation of user data may be assigned to a set of virtual agentcharacteristics. In some embodiments, a database may be employed tomatch user data to virtual agent characteristics. In some embodiments alook-up table may be used for this purpose. In some embodiments, amulti-dimensional matrix may be used to match virtual agentcharacteristic sets to sets of user data.

Some embodiments of the present invention may comprise a virtual agentdesigner or design tool for implementing the virtual agent and otherfeatures in a web-based account management scenario. In someembodiments, the virtual agent designer may comprise a graphical userinterface that enables assembly of a complete virtual-agent-enabledaccount management web site, which provides for account data management,payment processing and balance negotiation.

Exemplary Virtual Agent Applications

Some embodiments of the present invention comprise a web-based accountmanagement resource with a virtual agent. In an exemplary embodiment,illustrated in FIG. 1, the virtual agent 1 is represented as a partialhuman figure with a head and partial body shown. The virtual agent maycomprise hair 2, facial features 3, skin tone 4 and clothing andaccessories 5. In an exemplary embodiment, the virtual agent may beanimated to show movement, facial expressions, lip movement to simulatespeech or other expressions. Some embodiments may comprise head, hand,eye and other gestures alone or coupled with speech. In someembodiments, the virtual agent may form part of a multimediapresentation by presenting a message that is also presented textually onthe web page. For example, a virtual agent 1 may “read” a text message 6that is presented in text on the page. In presenting the message, thevirtual agent may use head, hand, eye and facial movements, expressionsor gestures to help articulate the message. In some embodiments, avirtual agent may also vary voice intonation for dramatic effect. Insome embodiments, a virtual agent may be presented with accountinformation 7 and may present the account information verbally or pointout the information with a gesture. In some embodiments, a virtual agentmay be presented with a login prompt to prompt access to the system.

Some exemplary embodiments of the present invention, illustrated in FIG.2, may comprise a virtual agent 1 on a binary question/response page. Inthese embodiments, the virtual agent may present a question that may beanswered with a yes or no response. In some embodiments, the questionmay also be presented in textual form 11 on the page. Input buttons 12or similar input mechanisms may be used to collect an end-user responseto the question. In some embodiments, the logic of the virtual agent 1may operate on the actual text stored for text display 11, thereby“reading” the stored text using a text-to-voice process. In otherembodiments, a voice recording or sound file may be recorded and playedin conjunction with virtual agent animation to present a messagecorresponding to the displayed text 11. In an exemplary embodiment of anaccount management application, a virtual agent 1 may ask whether theend user can pay the delinquent account in full at that time. If the enduser answers in the affirmative, the user may be directed to ascheduling page.

Some embodiments of the present invention may comprise avirtual-agent-enhanced scheduling page, as illustrated in FIG. 3. Inthese embodiments, a virtual agent 1 may present a scheduling message20. An exemplary scheduling message may ask the end user when a paymentcan be made. In some embodiments, a calendar, such as a pop-up calendar21 may be presented along with the virtual agent 1. The calendar mayallow an end user to schedule a payment with simple point and clickactions. In some embodiments, limitations may be placed on scheduledpayments. For example, the limitation that a payment must be made within14 days may be enforced through the calendaring system or throughmessaging during the calendaring process. In some embodiments, thevirtual agent 1 may present a message identifying payment and schedulinglimitations. Successful scheduling of a payment may link the user to apayment type page.

Some embodiments of the present invention may comprise a payment typepage, as illustrated in FIG. 4. In these embodiments, a virtual agent 1may present a payment type selection message 30, which may also bedisplayed in textual form on the payment type page. This presentationmay be performed in conjunction with a payment type selection mechanism31, such as a drop-down menu or similar selection mechanism. In someembodiments, the payment type selection mechanism may allow a user tochoose to make a payment by debit card, credit card, electronic check orby other methods. Selection of a payment option may link to a paymentinfo page that may collect payment details and perform an electronicpayment transaction.

In an exemplary embodiment of an account management application, avirtual agent 1 may ask whether the end user can pay the delinquentaccount in full at that time, as illustrate in FIG. 2. If the end useranswers in the negative, the user may be directed to a issue resolutionpage. An exemplary issue resolution page is illustrated in FIG. 5. Inthis exemplary embodiment, a virtual agent may present a selectionmessage. The selection message may also be presented in text 40 as wellas an audiovisual presentation by the virtual agent. An issue resolutionpage may also comprise a menu of issue resolution options. Exemplaryissue resolution options may comprise a declaration that the balancecannot be made in full at the present time 41, a declaration that theuser disputes all or a portion of the balance 42, a declaration that theuser is the victim of identity fraud 43, a declaration that the user haspaid the balance before receiving a statement 44, a declaration that theuser has filed for bankruptcy 45 and a declaration that the balance hasnot been paid for a reason other than those listed as options 46.

In an exemplary embodiment, when a user makes a selection on an issueresolution page indicating that the entire balance of the account cannotbe paid 41, the user may be linked to a payment options page. Anexemplary payment options page is illustrated in FIG. 6. In thisexemplary embodiment, a virtual agent 1 may present a payment optionsmessage 50, which may also be present in text form. The payment optionspage may also comprise payment option selections 51-53. Exemplarypayment options may comprise: 10% down and 6 payments 51; 25% down and 4payments 52; 50% down and 3 payments 53 or other payment options.Selection of one of the payment options may link a user to subsequentpayment scheduling, payment type and payment information collectionpages.

In an exemplary embodiment, when a user makes a selection indicatingthat part or all of the balance is disputed 42, the user may be linkedto a dispute information page, as illustrated in FIG. 7. In thisexemplary embodiment, a virtual agent 1 may present a disputeinformation message 60, which may also be present in text form. Adispute information page may also comprise a dispute reason box 61 forproviding a reason for the dispute. The page may also comprise a disputeamount indication mechanism, such as a numeric entry box 62, where theamount in dispute may be indicated by the user.

In an exemplary embodiment, when a user makes a selection on an issueresolution page indicating that identity theft has occurred, the usermay be linked to an ID theft information page, as illustrated in FIG. 8.The ID theft information page, may comprise a virtual agent 1, which maymake an audiovisual presentation of an ID theft information message 70,which may also be presented in text form. The ID theft information pagemay also comprise an ID theft information entry mechanism 71, such as atext entry box for accepting ID theft information.

In an exemplary embodiment, when a user makes a selection on an issueresolution page indicating that a payment has been made 44, the user maybe linked to a payment information page, as illustrated in FIG. 9. Thepayment information page may comprise a virtual agent 1, which presentsa payment information message 80. The payment information may also bepresented in text form. A payment information page may also comprise apayment information entry mechanism 81, such as a text or numeric entrybox.

In an exemplary embodiment, when a user makes a selection on an issueresolution page indicating that the user has filed for bankruptcy 45,the user may be linked to a bankruptcy information page, such as thepage illustrated in FIG. 10. A bankruptcy information page may comprisea virtual agent 1, which may present a bankruptcy information message90. A bankruptcy information message may also be presented in text form.A bankruptcy information page may also comprise a bankruptcy informationinput mechanism 91, such as one or more text or numeric input boxes forcollection of bankruptcy information.

Virtual Agent Designer

Some embodiments of the present invention comprise a graphical userinterface (GUI) application for design of a virtual-agent-enhanced website. An exemplary screen image of this design application isillustrated in FIG. 11. In an exemplary embodiment, this designapplication comprises a graphical editor window 100 and several menus102-106. The graphical editor window 100 displays an image of aflow-chart-like graphical representation 101 of the web site. Thegraphical representation 101 may comprise nodes that are represented asgraphical icons 107-110 and node links represented as lines, strings orarrows 111 that run between the node icons. The combination of nodeicons and node links may take the form of a flow chart. In someembodiments, the combination of node icons and node links may meet atypical flow chart standard. Some embodiments of the present inventionmay meet the flow chart standards described in: InternationalOrganisation for Standardisation (ISO), ISO 5807 Informationprocessing—Documentation symbols and conventions; program and systemflowcharts; and/or American National Standard, ANSI X3.6-1970, FlowchartSymbols and their Usage in Information Processing; which are herebyincorporated herein by reference.

In some embodiments, each node type may have a corresponding icon. Insome embodiments, a node may represent a pre-defined page withassociated content, graphics, logic, input and output mechanisms,virtual agent actions and other content. In some embodiments, nodevariables may define page characteristics and virtual agentcharacteristics, such as facial characteristics, hair color, skin tone,clothing, body characteristics, accessories and speech characteristics.Node variables for speech characteristics may comprise a text message tobe spoken by the virtual agent, voice intonation, choice of language,dialect, accent, drawl and other characteristics.

Page characteristics may comprise input and output mechanisms such astext boxes, input boxes, drop-down menus and other menus as well as pagestyle, color and formatting data.

In an exemplary editor embodiment, a node may be added to a web site inthe design process by several methods. Using a first method, a designermay select the “Add Node” option from a screen “virtual agent” tool boxmenu 104 (shown in FIG. 11 and FIG. 12). This selection may cause a nodedata window 106 to appear on the screen. Each node data window 106comprises input mechanisms for defining node characteristics and nodelinks. Once this information is entered through an input mechanism, anode may appear in the graphical editor window 106. Depending on thenode and link information entered, the node may also have a node link111. The icon associated with the node and the placement of the nodewithin a flow chart structure may also be defined by the informationentered into the node data window 106. In some embodiments, some nodedata and node link information may be input by pointing device input onthe graphical editor window. In some embodiments node links, flow chartstructure and other data may be input by dragging and dropping one ormore points on the node icon and node link structures displayed in thegraphical editor window.

In some embodiments, alternative input mechanisms may be used to acceptnode data input. For example, in some embodiments, a node may beestablished by placing a pointing device cursor on the graphical editorwindow 106 and effecting an input command, such as a right-click of amouse button, which may result in the appearance of an input windowcomprising mechanisms for node data input. Node data may then be inputin the window and the node may appear in the graphical editor window 100upon completion of node data entry or at some other time in the process.

Subsequent nodes may then be added as needed to construct a web sitecomprising pages defined by nodes 107-110 and links 111 that areillustrated in the graphical editor window 100. Accordingly, an accountmanagement web site may be designed by input of node and link data thatare represented visually as a flow chart of the web site. In thismanner, web site logic and other attributes may be inspected and editedbased on the visual representation in the graphical editor window 100.

In some embodiments, the graphical editor window 100 may comprise anexemplary tool box menu 104 (see FIGS. 11 & 12) comprising an Add Nodeoption 120 (as described above), a Manage Variables option 121, a ViewEditor option 122, a Preferences option 123, a Statistics option 124 andother options.

The Manage Variables option 121 may be used to invoke an interface thatallows management of variables related to a node or web page that maycomprise a virtual agent. Variables may relate to web pagecharacteristics, virtual agent characteristics, account-holder data andother parameters. These variables may be added, changed or deletedthrough this interface. An exemplary Manage Variables interface is shownin FIG. 13, wherein exemplary account-holder financial variables 128 areshown. Account holder variables may be populated from internal records,a search of web-connected resources, direct account-holder input, siteoperator input of by other methods.

The View Editor option 122 may open, restore or move (e.g., to front ofa display space) the graphical editor window 100. Selection of thisoption may restore the graphical editor window when other windows havebeen opened over it. This selection may allow a user to utilize thegraphical editor window for design, modification or editing ofindividual elements of the web interface and provides access tographical nodes 107-110 and links 111 for editing with the interface.

An exemplary tool box Preferences option 123 may invoke a preferencesinterface or menu that allows setting and management of globalproperties related to a virtual agent, a site operator, global siteproperties and other properties. An exemplary preferences interfacewindow is shown in FIG. 14.

Selection of the Statistics menu option 124 may invoke a window or otherpresentation of site performance statistics. An exemplary Statisticsmenu option 124 is shown in FIG. 15. Some embodiments may displaystatistics comprising the number of actions completed, the number ofactions aborted, the number of payments completed, the number ofsettlements negotiated, the number of transactions involvingbankruptcies, the number of disputes settled or negotiated, the numberof sessions completed and other statistics.

Exemplary Nodes

Nodes, such as exemplary nodes 107-110, represent web pages that may bewholly or partially configured with variables, parameters andcharacteristics defined by a site operator, site designer, end user oraccount-holder. These variables, parameters and characteristics may beresponsive to account-holder data, such as the exemplary virtual agentvariables, parameters and characteristics described above.

Some embodiments of the present invention comprise a Summary Node, whichmay be associated with a Summary Node Icon (e.g., icons 107-110) thatmay be displayed in the graphical editor window 100. The Summary Node isalso associated with a Summary Node Interface (e.g., window) that maydisplay and allow editing of a node label, node text message, virtualagent characteristics and other parameters and data. An exemplarySummary Node Interface is shown in FIG. 16.

Some embodiments of the present invention comprise a Logic Node, whichmay be associated with a Logic Node Icon (e.g., icons 107-110) that maybe displayed in the graphical editor window 100. The Logic Node is alsoassociated with a Logic Node Interface (e.g., window) that may displayand allow editing of a node label, node logical operator, virtual agentcharacteristics, conditional branching and routing options and otherparameters and data. In some embodiments, the logic node does nottrigger display of content to an end user/account-holder, but effectslogical operations based on user input or other data. An exemplary LogicNode Interface is shown in FIG. 17.

Some embodiments of the present invention comprise a Question Node,which may be associated with a Question Node Icon (e.g., icons 107-110)that may be displayed in the graphical editor window 100. The QuestionNode is also associated with a Question Node Interface (e.g., window)that may display and allow editing of a node label, page label, nodetext message or question, virtual agent characteristics, conditionalbranching and routing options and other parameters and data. In someembodiments, a Question Node Interface may comprise options forconditional operations based on end user responses to the associatedquestion. In some embodiments, optional true and false selections may bedefined in the interface and associated with functions based on thoseselections. An exemplary Question Node Interface is shown in FIG. 18.

Some embodiments of the present invention comprise an Options Node,which may be associated with an Options Node Icon (e.g., icons 107-110)that may be displayed in the graphical editor window 100. The OptionsNode is also associated with an Options Node Interface (e.g., window)that may display and allow editing of a node label, page label, nodetext message, user-selectable options, virtual agent characteristics andother parameters and data. In some embodiments, options to be presentedto an end user through a web page may be selected and configured throughthe Options Node Interface. In some embodiments, an option label 130,option variable 13 land option prompt number may be displayed andaccessed in the Option Node Interface. In some embodiments, the optionlabel 130 or message may define a message that will be displayed as aprompt to an end user and the option variable 131 may define where theend user's response to that message is to be stored and accessed. Someembodiments of the Option Node Interface may also comprise an UpdateOption menu 132 or sub-interface to provide convenient editing ormodification of option labels, variables and other associatedparameters. An exemplary Options Node Interface is shown in FIG. 19.

Some embodiments of the present invention comprise a Property Set Node,which may be associated with a Property Set Node Icon (e.g., icons107-110) that may be displayed in the graphical editor window 100. TheProperty Set Node is also associated with a Property Set Node Interface(e.g., window) that may display and allow editing of a node label, pagelabel, node text message, virtual agent characteristics and otherparameters and data. In an exemplary embodiment, a Property Set NodeInterface may comprise an update property menu for convenient editing ormodification of Property Set Node variables and parameters. In someembodiments, a Property Set Node may effectuate a web page that gathersinput from an end user. A Property Set web page may prompt an end userwith a question and provide an input mechanism for gathering datarelative to that question. An exemplary Property Set Node Interface isshown in FIG. 20.

Some embodiments of the present invention comprise a Math Node, whichmay be associated with a Math Node Icon (e.g., icons 107-110) that maybe displayed in the graphical editor window 100. The Math Node is alsoassociated with a Math Node Interface (e.g., window) that may displayand allow editing of a node label, node parameters, node variables, nodemathematical operators, node links and other parameters and data. Insome embodiments, operators and functions associated with a Math Nodemay access variables and data in local and remote locations andcalculate values based on that data and the operators and functiondefined through the Math Node Interface. These calculated values maythen be used in other calculations and conditional decision making. Anexemplary Math Node Interface is shown in FIG. 21.

Some embodiments of the present invention comprise a Payment Plan Node,which may be associated with a Payment Plan Node Icon (e.g., icons107-110) that may be displayed in the graphical editor window 100. ThePayment Plan Node is also associated with a Payment Plan Node Interface(e.g., window) that may display and allow editing of a node label, nodetext message, node-related dates, number of payments variable, paymentfrequency variable, payment amount variable, payment total variable,down payment percent variable, period variable, link or next nodevariables, virtual agent characteristics and other parameters and data.An exemplary Payment Plan Node may effectuate a web page that prompts anend user for payment plan options and data such as a payment start date,the number of payments, the payment frequency, the payment amount, thepayment total, a down payment percentage and a payment period. In someembodiments, some of these options and data may be calculated from otherinput either through invocation of a Math Node or by other means. Insome embodiments, a Payment Plan Node may effectuate the construction ofa payment plan for an end user based on user input and system dataregarding the user. An exemplary Payment Plan Node Interface is shown inFIG. 22.

Some embodiments of the present invention comprise a Bankruptcy Node,which may be associated with a Bankruptcy Node Icon (e.g., icons107-110) that may be displayed in the graphical editor window 100. TheBankruptcy Node is also associated with a Bankruptcy Node Interface(e.g., window) that may display and allow editing of a node label, nodetext message, bankruptcy chapter type, case number, district, courtname, state, file date, dismissal data, dismissal date, discharge data,discharge date, attorney data comprising name, firm, phone number andaddress data and other parameters and data. A Bankruptcy Node may workin conjunction with a Property Set Node, which effectuates a web pagethat prompts an end user for bankruptcy information and provides aninput mechanism for gathering and recording end user bankruptcy data. Insome embodiments, a Bankruptcy Node may record and analyze data gatheredwith the associated Property Set Node. An exemplary Bankruptcy NodeInterface is shown in FIG. 23.

Some embodiments of the present invention comprise a Dispute Node, whichmay be associated with a Dispute Node Icon (e.g., icons 107-110) thatmay be displayed in the graphical editor window 100. The Dispute Node isalso associated with a Dispute Node Interface (e.g., window) that mayallow configuration of data acquisition related to a node label, disputetype, dispute reason, dispute amount, node text message, virtual agentcharacteristics and other parameters and data. In some embodiments, aDispute Node may operate in conjunction with a Property Set Node torecord data and statistics related to input received from a web pageeffectuated through the Property Set Node. In some embodiments, datagathered for dispute type, reason, amount and other data may be recordedand analyzed. This dispute data may then be used in calculations orother interfaces. An exemplary Dispute Node Interface is shown in FIG.24.

Some embodiments of the present invention comprise an E-mail Node, whichmay be associated with an E-mail Node Icon (e.g., icons 107-110) thatmay be displayed in the graphical editor window 100. The E-mail Node isalso associated with an E-mail Node Interface (e.g., window) that maydisplay and allow editing of a node label, node text message, e-mailaddress data, recipient data, e-mail message data, e-mail subject linedata, virtual agent characteristics and other parameters and data. Insome embodiments, an E-mail Node may effectuate an E-mail process thatsends e-mail to designated recipients. In some embodiments, the messagemay be defined using the E-mail Node Interface. In some embodiments, thee-mail message and the recipients may be determined dynamically based onother variables and parameters in the system. An exemplary E-mail NodeInterface is shown in FIG. 25.

Some embodiments of the present invention comprise an Exec Node, whichmay be associated with an Exec Node Icon (e.g., icons 107-110) that maybe displayed in the graphical editor window 100. The Exec Node is alsoassociated with an Exec Node Interface (e.g., window) that may displayand allow editing of a node label, executable code, script, programmingconstructs, conditional operators and other parameters and data. In someembodiments, an Exec Node may provide functionality to executeprogramming constructs (e.g., java script) for the purpose of complexcalculations, decisioning and external web service access. An exemplaryExec Node Interface is shown in FIG. 26.

Some embodiments of the present invention comprise a Variable Node,which may be associated with a Variable Node Icon (e.g., icons 107-110)that may be displayed in the graphical editor window 100. The VariableNode is also associated with a Variable Node Interface (e.g., window)that may display and allow editing of a node label, variable value,variable name, next node link and other parameters and data. In someembodiments, a Variable Node Interface provides for the setting of avariable value at a designate point in a web site structure. Anexemplary Variable Node Interface is shown in FIG. 27.

Some embodiments of the present invention comprise a Payment HistoryNode, which may be associated with a Payment History Node Icon (e.g.,icons 107-110) that may be displayed in the graphical editor window 100.The Payment History Node is also associated with a Payment History NodeInterface (e.g., window) that may allow a site operator to save, delete,clear or otherwise modify or reset an end user's payment history data.In some embodiments, a Payment History Node may effectuate the displayof an end user's payment history information. An exemplary PaymentHistory Node Interface is shown in FIG. 28.

Some embodiments of the present invention comprise an Eval Node, whichmay be associated with an Eval Node Icon (e.g., icons 107-110) that maybe displayed in the graphical editor window 100. The Eval Node is alsoassociated with an Eval Node Interface (e.g., window) that may displayand allow editing of a node label, executable code, script, programmingconstructs, conditional operators and other parameters and data. In someembodiments, an Eval Node may provide functionality to executeprogramming constructs (e.g., java script) for the purpose of complexcalculations, decisioning and external web service access. The Eval Nodemay effect a process that returns a Boolean result and may defineconditional processes to be followed based on the Boolean result. Anexemplary Eval Node Interface is shown in FIG. 29.

Some embodiments of the present invention comprise a Form Node, whichmay be associated with a Form Node Icon (e.g., icons 107-110) that maybe displayed in the graphical editor window 100. The Form Node is alsoassociated with a Form Node Interface (e.g., window) that may displayand allow editing of a node label, node text message or prompt,associated form web pages, form identifier, form icon data, form typedata, form instance data, form location data, form role data, virtualagent characteristics and other parameters and data. An exemplary FormNode Interface may comprise input mechanisms for a node type, nodelabel, text message, form name and links to connected pages or forms. AForm Node may effect the display of a form and enable printing of a formfrom a web page interface. An exemplary Form Node Interface is shown inFIG. 30.

Forms accessed through web pages related to a From Node may be createdand/or modified with an Update Form Interface. An Update Form Interfacemay comprise a window that provides for input defining a formidentifier, a form label, a form description, a form icon, a form type,a form instance limitation variable, a form location variable, a formrole data designator and other input. Use of the Update Form Interfacemay create a specific form that may be designed into a web site byplacing a Form Node into the graphical editor window 100. An exemplaryUpdate Form Interface is shown in FIG. 31.

Various pages associated with nodes of embodiments of the presentinvention may comprise fields for collecting and storing data. Eachfield may be associated with a label or prompt, a field identifier, afield type and other data. These fields may be maintained with a FieldsInterface, which may present a window with a list of fields and theirassociated values displayed for viewing and editing. An exemplary FieldsInterface 140 is shown in FIG. 32.

In some embodiments, selection of a field in the Fields Interface mayinvoke an Update Field Interface 141, which provides editing functionsfor that specific field. An exemplary Update Field Interface 141 maycomprise input and editing mechanisms for field parameters such as afield label, field identifier, field type, field group, field displaycharacteristics, mandatory field status, field searchabilitycharacteristics and field display characteristics. An exemplary UpdateField Interface is shown as 141 in FIG. 32.

Some embodiments of the present invention may comprise a Form/FieldPreview function that may be accessed from the Form Node Interface,Update Form Interface, Fields Interface, Update Field Interface, a menuon the graphical editor window 100 and/or other locations. TheForm/Field Preview function allows a form or field structure to bedisplayed during or after design and creation using the tools describedabove or by other methods. A form or field structure may be previewed toassess its accuracy and functions. An exemplary Form/Field Previewdisplay 141 is shown in FIG. 32.

Some embodiments of the present invention comprise a Logoff Node, whichmay be associated with a Logoff Node Icon (e.g., icons 107-110) that maybe displayed in the graphical editor window 100. The Logoff Node is alsoassociated with a Logoff Node Interface (e.g., window) that may displayand allow editing of a node label, node text message, node type, virtualagent characteristics and other parameters and data. A Logoff Node mayeffect a web page that displays a logoff message. In some embodiments,the web page effectuated by the Logoff Node may comprise a virtual agentthat presents the logoff message in a manner described above. Anexemplary Logoff Node Interface is shown in FIG. 33.

Some embodiments of the present invention comprise a graphical editorwindow that allows creation and placement of nodes and links in aflow-chart-like diagram, wherein nodes represent web pages and linksrepresent relationships between the web pages. The structure of the nodeicons and links in the graphical editor window defines a web site. Insome embodiments, nodes may represent web pages that comprise a virtualagent that may present messages both audibly and with gestures. In someembodiments, nodes may be associated with preconfigured or pre-definedweb pages that are structured for a particular purpose. In someembodiments, sets of predefined web pages may be oriented to accountcollection and management. In account collection and managementembodiments, a collection agent can quickly and easily assemble acollection web site through manipulation of nodes in a graphical editorwindow.

Some embodiments of the present invention comprise a web resourcecomprising a virtual agent that presents account collection prompts andmessages using audible voice or simulated voice messages in conjunctionwith facial and other gestures. Some embodiments comprise a virtualagent that is adaptive to end user characteristics and data, wherein thevirtual agent may change characteristics such as voice and appearancebased on user characteristics.

The terms and expressions which have been employed in the foregoingspecification are used therein as terms of description and not oflimitation, and there is no intention in the use of such terms andexpressions of excluding equivalence of the features shown and describedor portions thereof, it being recognized that the scope of the inventionis defined and limited only by the claims which follow.

1. A method for web-based account management, said method comprising: a)presenting an account-related, multi-media message to a user through avirtual agent, wherein said virtual agent comprises animated featuresthat move in coordination with an audible message to emulate speech andhuman-like gestures; b) accepting input from said user in response tosaid multi-media message; and c) effecting an account transaction basedon said input.
 2. A method as described in claim 1 wherein said virtualagent comprises animated facial features that move in coordination withsaid audible message.
 3. A method as described in claim 1 wherein saidvirtual agent comprises animated hand features that move in coordinationwith said audible message.
 4. A method as described in claim 1 whereinaspects of said animated features are matched to an estimated userpreference.
 5. A method as described in claim 1 wherein aspects of saidmulti-media message are matched to an estimated user preference.
 6. Amethod as described in claim 1 further comprising receiving compensationfor said transaction.
 7. A method as described in claim 1 furthercomprising receiving user account data and selecting said animatedfeatures and other virtual agent features based on said account data. 8.A method for web-based account management, said method comprising: a)receiving user account data; b) determining a user characteristic basedon said account data; c) presenting an account-related, multi-mediamessage to a user through a virtual agent, wherein said virtual agentcomprises attributes and animated features, which move in coordinationwith an audible message to emulate speech and human-like gestures andwherein said attributes and animated features are adaptive to said usercharacteristic; d) accepting input from said user in response to saidmulti-media message; and e) effecting an account transaction based onsaid input.
 9. A method as described in claim 8 wherein said usercharacteristic is a user location.
 10. A method as described in claim 8wherein said user characteristic is user credit data.
 11. A method asdescribed in claim 8 wherein said user characteristic is a userlanguage.
 12. A method as described in claim 8 wherein said usercharacteristic is a user purchase history.
 13. A method as described inclaim 8 further comprising receiving compensation for said effectingsaid account transaction.
 14. A method for designing a web-based accountmanagement web site, said method comprising: a) receiving first nodedata for a first node, wherein said first node data comprises first nodevariable values associated with first node variables that define a firstaccount management web page and a corresponding first node icon; and b)displaying said first node icon in a graphical editor window such thatsaid first node icon represents a first flow chart element in a flowchart that represents said account management web site.
 15. A method asdescribed in claim 14 wherein said first account management web pagecomprises a virtual agent, which is at least partially defined by saidfirst node variable values.
 16. A method as described in claim 15wherein said virtual agent presents an account-related, multi-mediamessage to a user using animated features that move in coordination withan audible message to emulate speech and human-like gestures.
 17. Amethod as described in claim 14 further comprising: a) receiving secondnode data for a second node, wherein said second node data comprisesnode variable values associated with second node variables that define asecond account management web page; a corresponding second node icon anda link; and b) displaying said second node icon and said link in agraphical editor window such that said second node icon represents aflow chart element in a flow chart representing said account managementweb site and said link represent a relationship between nodes in saidflow chart.
 18. A method as described in claim 17 wherein said secondaccount management web page comprises a virtual agent, which is at leastpartially defined by said second node variable values.
 19. A method asdescribed in claim 14 wherein said first account management web page isadaptive to a user characteristic.
 20. A method as described in claim 14wherein said receiving said first node data is accomplished with a nodedata window.